December 1997


Aesop on Quality Systems

by Robitaille, Denise E.

Quality fundamentals and common sense found in millennia-old fables are applicable to today's business and auditing activities. Aesop's tales about the goat and the goatherd as well as the farmer and the stork both demonstrate how objective evidence...


Is Your Satisfaction Survey Creating Dissatisfied Customers?

by Vavra, Terry G.

Customer satisfaction measurement (CSM), may be causing dissatisfaction, especially when compared to marketing research and opinion measurement techniques. Reasons for the dissatisfaction include customer anonymity and inadequate follow-through. CSM...


Changing Concepts and Management of Quality Worldwide

by Feigenbaum, Armand V.

In the global marketplace, total quality systems and processes have affected many companies over the decades, while current trends are changing how quality is viewed and managed. Quality is a common, internationalized concept in today's business...


The Criteria: A Looking Glass to Americans' Understanding of Quality

by Best, Kenneth G.

Business Results is Category 7 in the 1997 criteria of the Malcolm Baldrige National Quality Award (MBNQA). As the last of seven installments on the Baldrige criteria, this article notes the distinction between ingrained core values and superficial...


The Process Audit: Often Ignored but Never Insignificant

by Bafna, Sudhir

Assessment of a specific process within the quality system is the role of the process audit, which is also known as a mini, partial, or phased audit. Usually an internal audit, the process audit operates under an internal quality standard...


Does Higher Education Practice What It Teaches?

by Vazzana, Gary; Bachmann, Duane; Elfrink, John

Business schools at four-year colleges and universities in the U.S. not only teach total quality management (TQM) to their students. They also apply TQM in their own administrative and support functions. But the schools and their institutions could do...


The Quality Auditor: Helping Beans Take Root

by Hunt, John R.

Awareness of corporate culture enables the quality auditor to go beyond bean counting and become an agent of cultural change. This broader view of quality auditing fits well with the TQM (total quality management) view that behavioral factors are...



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